Desk Side & Technology Support Analyst
- Leeds
Are you ready to take the next step in your career?
Apply for this roleThis vacancy has now expired. Please see similar roles below...
Atkins is part of the SNC Lavalin Group of companies, the delivery of its IT is via a function called IT Services(ITS). Our ITS business is made up of digital, user service, technology and project management experts, working across multiple regions. Our teams are supporting close to 20000 people across the Atkins group including those based in offices and working on remote sites with our clients where we partner the business on some of the worlds iconic design and build and infrastructure projects.
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills
The Desk Side and Technology Support Analyst is responsible for the resolution of all 2nd Line incident and service requests. They will have a good understanding of technology and demonstrate excellent customer service skills.
Key Deliverables/Responsibilities
- General troubleshooting of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk.
- Management of all 2nd line incidents and requests assigned to their queue in Service Now
- Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to RFS & INC Best Practice guidelines
- Deploy desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
- Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests
- Troubleshooting a range of application and telephony issues: investigating, diagnosing faults, and working through to resolution
- Support the set-up of new offices, sites or projects across the local region
- Support the Senior Desk Side and Technology Support Engineer Ensure in the maintenance of all local equipment rooms and conference room IS facilities, mitigate risks arising from audits, fire, safety or other risk assessments
- Develop, review and improve processes to maximize efficiencies within the team
- Exhibit a flexible approach to working on a rota basis and provide necessary cover when necessary
- Ability to deliver training to audiences across the local region
- Support and adhere to processes outlined in the Business Management System
- Provide weekly/daily reports/time reporting and updates on current issues
- Ability to communicate at all levels within the company
Experience Required
Essential:
- Considerable experience of IT Service Management principles and processes
- High level of proficiency and knowledge of working in a Corporate IT environment
- Experience of working to (and exceeding) Service Level Agreements
- Broad technical understanding of IS services being supported
- Ability to learn, understand, and apply new technologies.
- Strong business focus and customer service skills
- Working knowledge of database/excel structures/tables/configurations
- Proven experience of data analysis and good numeracy, analytical and reporting skills
- A valid driving license is essential as travel will be required to other Atkins offices
- Travel expected to other offices
Desirable:
- Qualifications: Certification from Microsoft
- ITIL V3 Foundation Qualification
- Working knowledge of Service Now
- Security Clearance: Secret
- Customer Service Experience
Competencies specific for this role
- IT Service Management expertise
- Communication skills
- Stakeholder Management
- Performance Improvement
- Confidence and professionalism
Training
Atkins develops individuals through a portfolio of training and development activities designed to help you make the best of your abilities and talents. These are reviewed with individuals through an annual appraisal process. We actively support staff in achieving corporate membership of relevant institutions.
Rewards and benefits:
Atkins offers a fantastic range of benefits, which you can tailor to suit your own health, wellbeing, financial and lifestyle choices.
All the information you need to know is available on our dedicated benefits portal; your reward, which is available to access 24/7 from any device: https://www.yourrewardatkins.com
Security Clearance:
This role may require security clearance and offers of employment will be dependent on obtaining the relevant level of clearance. If this is necessary it will be discussed with you at interview.
If applying to this role please do not make reference to (in conversation) or include in your application or CV, details of any current or previously held security clearance.
ATKINS, part of the SNC Lavalin Group, is committed to having a diverse and inclusive workforce. As an Equal Opportunities Employer, we value applications from all backgrounds, cultures and ability.
Are you ready to take the next step in your career?
Apply for this rolePreview
EuropeContent type
BlogsPublish date
04/29/2024
Summary
Meet Tom from our D&AT (Design & Advanced Technology) team. He's an associate at AtkinsRéalis who has built an exciting career on diverse and career-defining projects, including work on the Lo
by
Shailaja Mantha
Preview
EuropeContent type
BlogsPublish date
04/29/2024
Summary
Meet Tom from our D&AT (Design & Advanced Technology) team. He's an associate at AtkinsRéalis who has built an exciting career on diverse and career-defining projects, including work on the Lo
by
Shailaja Mantha
Related job roles
Salary
Location
Cairo
Job Type
Full Time
Career Area
Structural engineering
Category
Permanent
Location
Cairo
Description
AtkinsRéalis Business is hiring an experienced Assistant Technical Manager for our Middle east delivery team. This person will be carrying out a mix of functions that span from internal process improv
Reference
R-114032
Expiry Date
01/01/0001
Salary
Location
Cairo
Job Type
Full Time
Career Area
Structural engineering
Category
Permanent
Location
Cairo
Description
AtkinsRéalis is hiring an experienced Associate Technical Manager for our Middle east delivery team. This person will be carrying out a mix of functions that span from internal process improvements to
Reference
R-114031
Expiry Date
01/01/0001
Salary
Location
Pune
Job Type
Full Time
Career Area
Engineering (Other)
Market
Water
Category
Permanent
Location
Pune
Description
We’re AtkinsRéalis, a world-leading Design, Engineering and Project Management organization. Created by the integration of long-standing organizations dating back to 1911, we are a world-leading profe
Reference
R-110156
Expiry Date
01/01/0001
Salary
Location
Bucuresti
Job Type
Full Time
Career Area
Information technology
Category
Permanent
Location
Bucharest
Description
We’re AtkinsRéalis, a world-leading design, engineering and project management organization. We connect people, data and technology to transform the world's infrastructure and energy systems. We have
Reference
R-106056
Expiry Date
01/01/0001
Salary
Location
Cairo
Job Type
Full Time
Career Area
Civil engineering
Category
Permanent
Location
Cairo
Description
AtkinsRéalis is the trading name of SNC-Lavalin Group Inc., a Canadian company based in Montreal that provides engineering, procurement, and construction Management (EPCM) services to various industri
Reference
R-108758
Expiry Date
01/01/0001
Salary
Location
Bristol
Job Type
Full Time
Career Area
Administrative support
Market
Security, aerospace & defence
Category
Permanent
Location
Bristol
Description
ADS&T Security Administrator.Purpose:To support the ADS&T QSSE team and help manage Bristol and satellite office security requirements. You will work for the QSSE Director and provide support to the S
Reference
R-114240
Expiry Date
01/01/0001
Author
Sudhan PrabhuAuthor
Sudhan PrabhuSalary
Location
Derby
Job Type
Flexible Working
Full Time
Career Area
Mechanical engineering
Market
Transportation
Category
Permanent
Location
Derby
Description
Are you ready to take up a vital role in shaping some of our exciting projects? How about joining our talented team, where everyone has a voice, and together we face our clients' problems head-on. It'
Reference
R-113827
Expiry Date
01/01/0001
Author
Abhishek SahaAuthor
Abhishek SahaSalary
Location
Dubai
Job Type
Full Time
Career Area
Finance
Category
Permanent
Location
Dubai
Description
Financial Accountant – ME&A Tax and ComplianceAtkinsRealis offers exciting opportunities for growth and development in the thriving markets of the Middle East. With offices in major cities such as Dub
Reference
R-113125
Expiry Date
01/01/0001
Salary
Location
Muscat
Job Type
Full Time
Career Area
Health & safety
Category
Permanent
Location
Muscat
Description
Job Summary:We are hiring for the Senior HSE Advisor for Oman. HSR Advisor is responsible for overseeing health, safety, and environment (HSE) initiatives within real estate and infrastructure project
Reference
R-114353
Expiry Date
01/01/0001
Salary
Location
Vasteras
Job Type
Full Time
Career Area
Integrity & legal
Category
Permanent
Location
Västerås
Description
JOINS US!Role: Head of Legal and Contract Management Location: Vasteras, SwedenJob OverviewLinxon is seeking an experienced Head of Legal and Contract Management to lead our legal and commercial team
Reference
R-114325
Expiry Date
01/01/0001
AtkinsRéalis
Talent community
Would you like to know more? Not ready to apply? Join our talent community to stay connected and engaged with us at AtkinsRéalis.
Find out more